About the Role
Bookings & Reservations Group Ltd operates within the booking management, reservations support, customer service, and service operations sector, helping customers and business clients manage enquiries, bookings, updates, and service requests efficiently. We are seeking a Director of Customer Operations to lead customer service strategy, oversee reservations operations, and improve overall service performance.
Why Join Us?
Senior Leadership Opportunity
Lead customer operations and contribute to the long-term direction of a growing UK-based service organisation.
Competitive Compensation
Receive a realistic and competitive annual salary aligned with senior customer operations roles in Birmingham.
Professional Service Environment
Work in a structured setting that values customer satisfaction, operational excellence, communication, and performance.
Meaningful Business Impact
Help improve customer experience, strengthen service standards, and support sustainable business growth.
Key Responsibilities
- Lead customer operations, reservations support, and service delivery activities
- Oversee customer service teams, booking workflows, performance targets, and service standards
- Develop strategies to improve response times, booking accuracy, and customer satisfaction
- Monitor service reports, customer feedback, operational risks, and improvement opportunities
- Coordinate with suppliers, partners, internal teams, and business stakeholders
- Support staff development, leadership training, and workflow improvements
- Prepare senior-level reports and recommendations for business leadership
What We Are Looking For
Experience
- Strong experience in customer operations, reservations management, service delivery, hospitality, travel services, or contact centre leadership
- Previous senior management or department-level leadership experience is preferred
- Experience working in a UK-based customer service, booking, travel, or hospitality environment is an advantage
Skills
- Customer operations leadership
- Reservations and booking workflow management
- Service performance and customer experience improvement
- Team leadership and staff development
- Strong communication, planning, and decision-making skills
Education
- Bachelor’s degree in Business Administration, Hospitality Management, Travel Management, Operations, Communications, or a related field
- Professional certifications in customer experience, service management, operations leadership, or project management are an advantage
Pay: £65,000.00-£105,000.00 per year
Benefits:
- Company events
- Company pension
- Employee mentoring programme
- Health & wellbeing programme
- Language training provided
Work Location: In person
